Exciting, Electrifying, Innovative, Thrilling, Exhilarating ... Not.

As each new year rolls around, I wonder if or how the coming year will be any different than the previous year in the contact center industry. History has shown us that without a doubt, this industry doesn't change at nearly the rate that the industry pundits would have us believe. Who remembers the forecast published at the beginning of this decade that predicted that by 2005 over 85% of customer contacts would be accomplished via email? How many of you started making plans to scale back on your telephony infrastructure in preparation for this monstrous communications shift? How many of you devoutly ignore these ridiculous forecasts?